A key change every business faced globally in early 2020 was the risk posed to the workforce if all teams continued to work from the office.

How Puma Used Multi-Dimensional Customer Feedback To Drive Digital Transformation

Most companies throughout the past 18 months were forced to pivot to meet the needs of their customers. In a completely new environment, it was found that any messaging and strategy that didn’t directly improve the customer experience or bottom line became a lower priority.

Modernising your digital environment can be challenging when you are faced with choices around delivering on your day-to-day commitments while assembling a new team with suitable skills to deliver your requirements.

When organisations think about improving customer service, many businesses are now starting with their own employees.

Online shopping has given us the luxury to browse and purchase from our homes, at any time. Swedish Fintech company, Klarna, has added another layer of comfort to this process by serving as a trusted, simple, and smooth payments provider with a variety of payment options to suit every kind of shopper.

Yes, it has been another year of change, leaving many of us craving more predictable times. With 2022 quickly approaching, here are my thoughts on what next year will hold for the booming customer data industry.

The Customer Show is one of Australia's biggest conferences focused on customer experience and customer service. With over 1000 attendees attending the CX event at the Melbourne Convention & Exhibition Centre, it's a fantastic chance for marketing professionals, HR heads, and other specialists involved in both customer experience and employee experience to come together and hear cutting-edge research from the world of CX.

Customer Experience (CX) has swiftly become a top contender on the business agenda over the course of the past 18 months, with organisations forced to rethink the way they interact with clients through personalisation, channel management, as well as shift the overall business structure.

Ahead of the Customer Show taking place from 4-5 May in Melbourne, Australia; we asked some of our speakers and sponsors what CX means to them. Check out the video to see what they had to say...

Jason Bradshaw, Author of Bestselling Book ‘It’s All About CEX’ and the Former Chief Customer Officer of Volkswagen will impart his knowledge on the critical importance between IT and CX at The Customer Show.

Join Host Mary Anne Ghobrial as she interviews some of the leading minds in customer experience and unearths rich stories of business leaders shifting the conversation of CX. Unlock the tips and tricks to ignite all things customer within your own organisation.

The Exclusive Advisory Board for Customer Show 2022 has been revealed, with leading directors from across globe taking part in the creating an event that brings the entire customer community together.

Changes over time, combined with economic uncertainty, customers are placing greater importance on trust and ease of doing business with an organization. However, it is key for advisors to form and emotional connection with customers to be true, authentic brand ambassadors. Most research suggests that a customer’s attitude towards an organisation, their experience of doing business with them and their buying choices, are significantly influenced by the encounters and experiences they have with the employees.

If an employee is disengaged and doesn’t have a quality employee experience you can be sure that will come through in their interactions with your customers.

Customer experience metrics have revealed what customers truly think about some of the experiences they have received from a brand. Each metric quantifies a certain perspective, the most popular being customer satisfaction (CSAT) and likelihood of recommending (the Net Promoter Score – NPS.)

In order to survive in this new decade, it is essential that modern organizations have a measurement system network that has true visibility on how their customers perceive the brand. Here, CX Network presents a checklist to embed into customer metrics strategies to help them capture perspectives and provide the needed guidance to ensure customer loyalty.